UMBRAGROUP-Thomson Aerospace & Defense (Linear Motion, LLC) is an agile, passionate partner revolutionizing motion solution. We are an Intelligent Partner who works with passion and dedication always offering innovation, flexible and customizable solutions based on our customer’s needs, creating products that can revolutionize a constantly changing market. We are an intelligent supplier of actuators, ball screws, bearings, and components in high-tech markets. Excellent service is the foundation of our business, and we work to be FIRST (Customer Focused, Innovation, Respect, Social Responsibility, Teamwork).
Summary:
The Customer Service Representative is the frontline contact for all Linear Motion LLC customers. This role is responsible for managing the daily tasks associated with maintaining long-term relationships with customers. This person will be responsible for satisfying customer expectations within the requested timeframe or negotiating the outcome if the situation affects the deliverables. This person will work cross-functionally within the company to unify priorities through effective planning, communication, and teamwork.
Essential Duties and Responsibilities:
- Respond to general inquiries about the company
- Field inquiries from potential customers to qualify the opportunities before transitioning to Sales
- Provide market intelligence with Sales and/or Commercial Leadership
- Create accounts within the ERP system
- Act as the customer liaison to company resources for assigned accounts
- Build sustainable relationships of trust through open and interactive communication
- Open quote requests and manage the quoting process and follow-up to customer order receipt
- Propose legacy part number pricing to Sales with profitability in mind
- Maintain and properly categorize historical pricing matrix
- Evaluate contracts and work with customers to ensure accuracy and resolve open issues, propose solutions for identified contract issues to gain approval
- Support the negotiation with customers on requirements the company cannot or will not accept
- Manage the life cycle of customer orders from order to delivery or cancellation, including returns and replacement orders
- Process product returns and manage internal communications related to reworking the product to conformity
- Issue credits against returns and partner with Finance to assist in payment collection when required
- Create appropriate proforma invoices for the scenarios that required this action
- Provide ‘Available to Promise’ to customers upon request by engaging Planning and Operations for status updates
- Communicate customer requests for schedule changes and provide resolutions to customer. Likewise, communicate with customers if our delivery date changes
- Negotiate schedule changes with customers to protect revenue plan
- Operate as the focal for customer projects as they relate to service improvement or order alignment
- Participate on project teams chartered for improvement or performance
- Develop and maintain a rolling forecast by engaging customers and understanding their future needs
- Organize and facilitate weekly/monthly customer cadence calls to discuss forecast, orders, customer scorecards and other issues as necessary
- Partner with Sales and Program Management to manage customer activities and communications for consistent service and messages
- Partner with Supply Chain and Sales to offer excess inventory to customers
- Work with customer service manager to ensure proper customer service is being delivered
- Compile monthly reports on overall customer satisfaction via OTD and Quality reporting as well as customer scorecards
- Develop a basic understanding of the product offering and the applications of our products and capabilities
- Participate in AS9100 Quality Management and customer audits when necessary
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Due to ITAR regulations, must be a U.S. Person
- Bachelor’s degree (B.A.)
- Ability to cultivate supportive relationships with customers, peers, and internal partners with a positive attitude and listening skills
- Demonstrated problem solving skills and resolving conflict
- Ability to motivate and inspire teamwork
- Proficiency in multi-tasking, working under pressure and adapting to change
- Confidence to work on assigned projects with minimum supervision
- Strong time management and organizational skills with attention to detail in documentation and order management
Education/Experience:
- Three to five years of related account management or customer-focused experience is ideal
- Experience with the aerospace industry is preferred.
Language, Math, and Reasoning Ability:
Ability to read and interpret documents such as technical documents and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to calculate figures and amounts such as discounts, margin, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Excellent verbal and written communication skills with internal and external customers.
Computer Skills:
Must be able to use the computer and computer software as required by job.
Preferred:
- Proficient in Windows, Excel, Word, Outlook, PowerPoint, and Teams
- Experience with Microsoft Dynamics 365 system highly desirable
- Experience with Microsoft Project and SharePoint is a plus
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.
Work Environment:
Factory and product manufacturing environment where the noise levels are moderate to loud.
All requirements are subject to modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees are required to perform any other job-related duties requested by their supervisor.
UmbraGroup is an Equal Employment Opportunity employer and is committed to providing opportunities without regard for race, color, religion, sex, including pregnancy, sexual orientation, or gender identity, national origin, age, disability and genetic information, including family medical history. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may call us at 989.295.5217
